The Role
Leads the NOC and support function, overseeing alert response, SLAs, escalations, monitoring quality, incident communications, runbooks, and operational metrics. The role triages AWS and container-platform issues, supports access and deployments, identifies recurring problems for CloudOps and CloudPlatform, mentors support engineers, and builds sustainable on-call coverage for a large developer organization.
Summary Generated by Built In
🚀 Welcome to Your Next Adventure!
We are looking for a Support Lead to run our NOC-style operations function — the first line watching metrics and alerts across the platform, and the front door for 200+ developers. You will own alert response, SLAs, escalation paths, runbook quality, and the support engineers, keeping the platform team focused by catching issues early and routing the rest cleanly.
🛠 What You’ll Get Your Hands On:
- Lead the NOC / support team; own alert response, SLAs, and escalation paths
- Own monitoring and alerting quality — dashboards, alert thresholds, and noise reduction in Datadog
- Triage and route alerts and platform requests from 200+ developers
- Own and grow the runbook and self-service knowledge base to deflect repeat work
- Feed recurring alert and ticket patterns back to CloudOps and CloudPlatform to kill root causes
- Manage incident communications and stakeholder updates during outages
- Report operational metrics — alert volume, SLA attainment, and deflection — to infrastructure leadership
- Handle first-line AWS and container-orchestration triage, plus access and deployment support
- Mentor support engineers and build sustainable on-call / NOC coverage
🧙♂️ The Magic You Bring
- 4+ years in NOC, technical support, or operations, with lead scope
- Solid AWS and container-orchestration troubleshooting fundamentals
- Strong with metrics and alerting tooling (Datadog) — you think in dashboards and thresholds
- Strong on process — SLAs, ticketing, and escalation
- Excellent written communication and stakeholder management
- Basic scripting (Python/bash)
✨ Bonus Points if You Have:
- Experience running a NOC or supporting a large (100+) developer organization
- Built a knowledge base or self-service program from scratch
- GitHub Actions familiarity
- Experience working with PCI-DSS or ISO 2700
- Incident-commander experience
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
Be Customer Obsessed: “Focus on the customer and all else will follow.”
Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”
It's All About People: “Be a team player; together we are stronger.”
Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
Stay in the loop—connect with us on LinkedIn!
Skills Required
- 4+ years of experience in NOC, technical support, or operations, including lead-level scope
- AWS troubleshooting fundamentals
- Container-orchestration troubleshooting fundamentals
- Experience with metrics and alerting tools, especially Datadog
- Knowledge of SLAs, ticketing, and escalation processes
- Excellent written communication and stakeholder management
- Basic scripting with Python or Bash
- Experience running a NOC or supporting a large developer organization
- Experience building a knowledge base or self-service program
- GitHub Actions familiarity
- Experience with PCI-DSS or ISO 2700
- Incident commander experience
Am I A Good Fit?
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The Company
What We Do
Welcome to Snoonu, Qatar's leading tech innovator. Founded by Hamad Al-Hajri in 2019, Snoonu is your go-to app for online shopping, food and grocery delivery, pharmacy needs, and more. At Snoonu, we're not just revolutionizing convenience but pioneering it. Our super-app offers 11 essential services in one place, from quick meals to urgent pharmacy runs, grocery shopping, and even a personal picker (Snoosend). We're here to make your life easier and inspire you with our constant drive for innovation. But we're more than just a company; we're a vibrant community driven by a shared vision to harness technology for societal betterment. Join a team that doesn't just participate in the future of Qatar's economy but shapes it. Here, being extraordinary is our everyday standard. By using our services, you're not just making your life easier; you're contributing to the growth and convenience of our community. With our app, convenience is just a tap away. Experience the ease of having anything delivered to your doorstep. Embark on this exhilarating journey with us and be part of Qatar's next big success story. Visit us: ★ Website: https://snoonu.com ★ Instagram: https://www.instagram.com/snoonu/ ★ Twitter: https://twitter.com/snoonu_qa ★TikTok: https://www.tiktok.com/@snoonu ★ Facebook: https://www.facebook.com/snoonu.qa/
